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Lost my levels after moving changing phones
nishasinghh_
Posts: 5
Level 2
in Support
Hi,
I recently just upgraded my phone (iPhone 7 to iPhone 11) and i was logging into my Candy Crush account, when I realised I had lost 347 of my levels. I was up to level 358 on my old phone, and once I had logged in, I was back to level 11. I can't go up to level 358 and I'm really disappointed about all the progress I had lost! I had created an account on my old phone, and used the same account to log into on my new phone. Please help!
I have attached photos as proof.
1
Answers
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We warmly welcome you to the Friendly King Community's Candy Crush Saga forum.😊
We're very sorry for your problem. I will need some more information to answer you so please help me with the correct informations.
What device are you using for the game? (Android or iphone)
Did you connect the game to Facebook or the Kingdom?
What is game app version?
Let me know, I'll ask you to do some troubleshooting checks.
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Hi and welcome @nishasinghh_
Assuming you still have your old phone (as you sent a screenshot) you will still be able to get to your player ID by following instructions HERE and record it in case you need to contact support.
Then follow the instructions HERE carefully.
I hope this will help.
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Hi @Sukanta_Biswas ,
I am using iPhone for the game.
I did connect the game to Facebook and the Kingdom, and have tried to log in for both yet it still will not update my progress on my new phone.
And my game version is 1.170.0.2.
Thanks for the help.
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For now check the troubleshooting below.
If you still have the same problem, please let me know.
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@nishasinghh_ You will need to connect the game to the same Facebook or King account that you used on the old phone.
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